Conversation Stuck in Queued
Conversations in Queued are waiting for an agent.
Open the queue
Inbox → Queued. Tab title shows Queued with a count in parentheses.
Pick up a conversation
- Take It — assign an unassigned queued row to yourself
- DeQueue — on some pre-assigned rows
If the list is empty: No conversations found
Why it stays queued
| Cause | Fix |
|---|---|
| No agents Online | Set status to Online in sidebar or Account Settings → Status → Update |
| All agents at Max Conversations | Another agent takes it, or admin raises limits in User Management |
| Escalation waiting for specialist | Wait for an available agent with the right role |
Header Live / Offline shows websocket connection — distinct from agent Online/Busy/Offline availability.